Title : Director - Transformation
Location : Gurgaon
Domain : Order Management Product Fulfilment (Hi Tech industry)
Number of Position : 1
Qualifications : Bachelor's degree/Post Graduate degree, LSS certification (BB preferred)
Experience
- 15+ years domain knowledge in Hi Tech Industry
- BPO/GBS service industry experience
- 10+ years in Transformation and Quality role
Skills and Experience Required
- Experience in Building Quality Frameworks independently within Hi Tech function preferably or OTC and smooth implementation and adherence
- Knowledge of Quality Monitoring process and system
- Relevant experience in Lean and Digital Transformation, knowledgeable about tools and platforms used in Hi Tech engagements in mid-size to large Global clients
- Hands on experience on process diagnostic study, VSM, lean techniques, brainstorm solutions
- Good analytical skills to drive meaningful conversations using insights from data
- Knowledge and hands on deployment experience in Agentic AI, GEN AI solutions is a must
- Hands on presentations for senior leadership, advanced MS-Office (excel etc.)
- Preferred BB certification in Lean Six Sigma from Recognized Institutions
- Strong Communication and storytelling skills, should have experience in managing senior stakeholders (External & Internal) and be able to influence decisions
- Should have prior Team management experience
Roles & Responsibilities
- Lead Quality Assurance and Process Excellence function, ensuring compliance with global regulatory standards
- Develop a robust Quality Control Framework and ensure implementation, adherence and effectiveness of audits conducted
- Institutionalize strong Governance Structure and operational mechanisms to embed quality and innovation as part of the BAU deliverables and ensure seamless operations
- De-Risk operations through deployment of Risk Control & Best Practice framework, best in class Digital solutions
- Ensure Quality sampling methodology is effective and Quality checks as per defined framework ensuring feedback and consequence management is in place
- Optimize resource capacity, inter agent variation within Delivery and QA
- Own and deliver on committed efficiency improvement in engagement through CI
- Independently lead high impact projects to deliver prioritized business outcome and value delivered
- Identify Digital led transformation opportunities and bring best practices from existing relationships
- Institute a reporting mechanism and strong governance for measurement and reporting
- Anticipate and highlight challenges for resolution to avoid disruption to operations and client business
- Client satisfaction/ dissatisfaction measurement & analysis through independent surveys.
- Mentor and build LSS DNA in the operations environment
